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First-Time Fix Rate
Learn what first-time fix rate means in multifamily maintenance, how to calculate it, and why it helps reduce callbacks and resident inconvenience.
Definition
First-Time Fix Rate (FTFR) is the percentage of maintenance issues completed successfully during the first service visit, without a follow-up trip or reopened work order. It is commonly calculated as: `(work orders resolved on the first visit ÷ total work orders) × 100`. A related term is first-trip resolution.
Example
At a 250-unit community, the maintenance team completes 180 work orders in June. If 144 are fixed on the first visit and 36 require a return trip for parts or additional diagnosis, the FTFR is `(144 ÷ 180) × 100 = 80%`.
Why it matters
FTFR helps operations leaders see whether teams have the right diagnosis, parts, skills, and dispatch information before a technician arrives. A lower rate can mean more callbacks, higher labor or vendor cost, slower close times, and more inconvenience for residents.